At Surprise HR, we’re committed to hiring builders who are inspired by our team’s guiding principle: to derive a tremendous sense of purpose from the inner quest for excellence itself, being driven from within to make anything we touch be the best it can be. We take pride in developing deep user understanding, obsess about the details, and go the extra mile to show our users we love them. We are first and foremost customer driven – customer success, engineering, product and design collaborate as equals to create a phenomenal end user experience.
We are looking for a VP of Account Management to lead our Implementation and Customer Success teams to assist new Surprise HR customers with everything from initial account setup to relationship management through the customer lifecycle to renewals and upsell. Your number one priority will be working to ensure our customers' success with, and continued use of, our core employee experience products. You will manage a growing team of customer success managers and renewal account executives.
About you:
First and foremost, you’re a phenomenal networker and relationship-builder. You recognize that true customer success (and ultimately renewal/expansion) starts with the product but evolves into a meaningful relationship between people. You are no stranger to the enterprise B2B world and have personally owned/managed a book of business that includes strategic accounts ($20M+ ACV) for a software technology company before, and have had success materially expanding your product’s footprint within the organization.
You are also an analytical, tech-savvy, intellectually curious leader with excellent communication skills and the ability to learn quickly. You will be designing and running experiments to determine what creates the most success for our customers and architecting a truly world-class account management organization that provides inimitable support to the organizations that we serve.
Your impact:
- Map the customer journey and understand key touch points for value expansion
- Manage weekly, monthly and quarterly customer health metrics and devise action plans required to hit agreed-upon customer satisfaction goals
- Personally own relationships with C-level executives of our most strategic customer accounts
- Proactively identify customer needs and develop / implement repeatable action plans that can be used across the entire customer-base
- Identify opportunities and implement strategies to help increase customer success; ensuring key metrics and performance indicators are delivered and constantly exceeded
- Quickly and appropriately resolve customer escalations
- Work with Fulfillment, Sales and Engineering teams to develop and maintain customer health score
- Manage and continue expansion of our growing Customer Success team
- Build data-informed business cases for how to best drive customer health and growth at scale
- Collect and organize insights from the customer journey to identify key inflection points for customer health and growth and develop a point of view for how to act on findings
Requirements:
- Bachelor’s Degree from a Top-50 university (for local applicants Duke, UNC preferred)
- Demonstrated academic achievement would be ideal (e.g. honors, Dean’s list, etc.)
- 10+ years experience managing key customer accounts and mentoring/leading an AM team
- At a high-growth technology company would be ideal (startups included)
- Has owned at least $20M+ ARR book of business and has been directly responsible for quarterly renewal and expansion targets
- Follow-through and permanence in every past company (5+ years of tenure with each)
- Has a strong direct sales background as either an individual contributor or manager
- Able to execute: develop, launch, and iterate on Customer Success programming in a resource-constrained environment
- Impeccable communications skills; able to tell stories with data insights and generate buy-in cross-functionally
- Analytical and quantitative-heavy background
- Has a mental framework that’s first-principles-based
- Career-focused and wanting to work hard in an impact-heavy role
- Builder mindset; excitement to roll up your sleeves and drive change within an organization
- Experience managing a high volume, high velocity team in a growth environment
- Experience growing a team from 5 to 15 people
What to expect from us:
- A team of extraordinary people, working hard to better themselves and further our mission
- Competitive comp and equity
- Company-paid medical, dental and vision
- And, of course, we get Surprises internally